About Shipium

Shipium is on a mission to solve the ‘Prime problem’ that modern retailers face today how to make fast, free, and on-time delivery promises a cornerstone of the customer’s shopping experience. We work with both fast-growing companies and well-known large retailers to cut costs, speed deliveries, and increase flexibility through great APIs, easy integrations into existing infrastructure, and powerful services optimizing the full retail supply chain.

We’re building tech that connects previously fragmented systems and automates complex supply chain decisions to deliver speed and value across operations.

Founded in 2019 by supply chain technology experts from Amazon and Zulily, the company is on a mission to help every eCommerce company provide its customers a great delivery experience while simultaneously reducing their costs to fulfill orders.

DESCRIPTION:

The role involves managing an assigned book of business at Shipium, focusing on enabling, leading, and empowering customers to maximize the value of their investment. The primary responsibilities include driving adoption, hosting Quarterly Business Reviews, addressing product usage, and supporting current implementations. The role also emphasizes customer retention and renewal efforts, along with assisting in upselling opportunities.

WHAT YOU’LL DO:

• Establish a customer-centric environment, fostering strong relationships to reduce churn and address customer concerns.
• Develop customer-facing resources to enhance the user experience and ease of platform utilization.
• Conduct post-implementation kick-off meetings to ensure smooth adoption and understanding of Shipium's platform.
• Proactively manage customer health, identify risks, and develop playbooks for responses and solutions.
• Schedule regular customer meetings to showcase value, discuss new releases, and explore and upsell opportunities.
• Collaborate with internal stakeholders to resolve customer issues and provide feedback to contribute to product improvements.
• Align with Marketing to promote success stories and collaborate with Product teams on the product roadmap.
• Map the customer journey, create success plans, and adjust strategies to meet retention targets.
• Forecast renewals and identify expansion and upsell opportunities, taking responsibility for renewing current business.

EXPERIENCE:

• Professionalism: Tactful, reacts well under pressure, maintains confidentiality.
• Interpersonal Skills: Conflict resolution, listening skills, openness to new ideas.
• Teamwork: Balances team and individual responsibilities, and contributes to a positive team spirit.
• Communication: Clear and persuasive oral and written communication, active participation in meetings.
• Language Skills: Ability to read, interpret documents, write routine correspondence, and speak effectively.
• Reasoning Ability: Problem-solving and decision-making skills in diverse situations.
• Computer Skills: Proficiency in basic office products, project management systems, and quick adaptation to new technology.
• Bachelor’s degree or 3 years of related experience in a SaaS environment in Customer Success or Account Management. Equivalent combinations of education and experience will be considered.

At Shipium, Employees enjoy full medical, dental & vision coverage (with 50% coverage for dependents), optional life insurance and long-term disability coverage, a 401(k) retirement plan, fully remote work-from-home options in 25* states, 8 paid weeks of parental leave, 12 paid holidays annually, self-managed vacation time, sick & safety leave, and volunteer time off.

Shipium is committed to creating a diverse environment and is proud to be an equal opportunity employer. Women, people of color, people with disabilities, and veterans are strongly encouraged to apply. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. If you need reasonable accommodation because of a disability for any part of the employment process, please email Human Resources (hr@shipium.com) and let us know the nature of your request and your contact information.

This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and mentorships. Shipium makes hiring decisions based solely on qualifications, merit, and business.

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